Nakisha - Account & Technical Support Specialist with 5+ years in customer service and technical troubleshooting

San José, San José, Costa Ricaen

Resolved diverse customer account issues at BetUS, ensuring regulatory compliance and high satisfaction scores.

Collaborated with engineering teams to identify root causes and implement corrective actions, enhancing client support processes.

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Summary

Skilled in account management, technical troubleshooting, and client support with a track record of enhancing customer satisfaction and operational efficiency across gaming, telecom, and tech sectors.

Key Achievements

Raised first-call resolution rates by developing a comprehensive knowledge base at Smarsh.

Skills

Account ManagementIntermediate

Managed customer accounts, verified user identities, and processed transactions, ensuring compliance and smooth operations.

Technical TroubleshootingAdvanced

Diagnosed and resolved complex technical issues across various platforms, supporting system maintenance and client onboarding.

Customer ServiceAdvanced

Maintained high CSAT scores by professionally resolving disputes, assisting customers, and ensuring service quality.

Client Onboarding & Feature ConfigIntermediate

Supported onboarding and optimized platform features for clients, improving user experience and client retention.

Experience

Account Manager

BetUS

NOVEMBER 2025 - FEBRUARY 2026

Assisted customers via live chat, email, and phone with account issues, deposits, withdrawals, and technical problems., Verified user accounts (KYC compliance) to prevent fraud and ensure regulatory standards., Resolved disputes professionally while maintaining high CSAT scores., Processed payment...

Technical Support Representative II

Smarsh

APRIL 2023 - OCTOBER 2025

Collaborate with engineering teams and carrier partners (Verizon, AT&amp;T, T-Mobile, Rogers, Hutchison, WhatsApp) to identify root causes and implement corrective actions., Support client onboarding, feature configuration, and optimization for platforms such as TeleMessage, MobileGuard, and...